UGS AI Billing Support Agent - Proposal
Prepared for: Unified Global Solutions (UGS)
Prepared by: Automate Your Biz (AYB AI)
Date: Nov 13, 2025
What We're Building
Executive Summary
Custom-Development of the UGS AI Billing Support Agent to automate and streamline billing calls that are currently handled manually by UGS billing staff.
The agent will follow the agreed "UGS AI Billing Agent Flow" to:
  • Verify callers as existing UGS customers with open invoices.
  • Retrieve balances from Rev.io.
  • Present saved, tokenized payment methods (card/ACH).
  • Collect consent to charge a selected method.
  • Trigger payments via Rev.io/Paya and confirm the result.
  • Deflect callers to the billing portal when registration or new payment methods are required.
This solution replaces repetitive billing calls and is designed to reduce billing-related labour costs by 80–100% after the first 4–6 months, while maintaining compliance, security, and a professional customer experience.
What we'll do (Phase 1):
  • Design and build an AI Billing Support Agent based on the provided Billing Flow diagram.
  • Integrate with Rev.io/Paya for balance lookup and tokenized payment processing.
  • Integrate with Zoho (or equivalent) for logging and reporting.
  • Implement clear fallback and portal-deflection flows where payment cannot be completed by phone.
Expected Outcomes:
  • Major reduction in time spent on billing calls.
  • Faster payments and higher collection rates.
  • Consistent, auditable billing workflows.
  • Strong foundation for future optimization flows if desired.
Return On Investment
80–100% reduction
in billing staff workload on routine payment calls in 4–6 months.
Improved cash collection
by making it easier for customers to pay immediately using saved methods.
Lower error rates
vs manual data entry and inconsistent scripts.
Automated logging
of payments, failed attempts, and portal deflections reduces manual admin.
Table of Contents
  • Goals & Current Context
  • Scope of Work (Billing Support Agent)
  • Solution Design
  • Integrations & Data
  • Billing Flows & Use Cases (from UGS Billing Flow)
  • Implementation Plan & Timeline
  • Deliverables
  • Pricing & Terms (Milestones)
  • AI Usage & Billing
  • Compliance & Security (Rev.io/Paya, PCI, TCPA)
  • Support & SLA
  • Assumptions, Risks & Mitigations
  • Next Steps
Section 1
Goals & Current Context
Your goals (from discovery):
  • Reduce the amount of time billing staff spend on inbound billing calls.
  • Automate secure payment handling using existing Rev.io/Paya infrastructure.
  • Deflect callers to the self-service portal when new payment methods or registration are needed.
  • Maintain and improve the customer experience while lowering operational costs.
Today:
  • Billing calls are handled manually by billing staff.
  • Calls are primarily from existing customers with open invoices for phone services (billed in arrears).
  • Rev.io (with Paya) is the billing and payment platform, using tokenized card/ACH methods.

Objective: Deploy an AI Billing Support Agent that follows the UGS Billing Flow to authenticate callers, present saved payment methods, obtain consent, trigger payments via Rev.io/Paya, and log outcomes—fully automating routine billing calls and lowering UGS's operational costs.
UGS AI Billing Agent Flow Logic
Link To Logic Flow:
Click Here
Section 2
Scope of Work (Billing Support Agent)
In-scope (Phase 1):
  • AI voice agent to handle inbound billing calls from existing customers.
  • Caller identification and account lookup using agreed identifiers (e.g. Rev.io Customer ID).
  • Retrieval of open balance and relevant billing info from Rev.io.
  • Presentation of saved, tokenized payment methods (card and/or ACH) in masked form.
  • Collection of verbal authorization and triggering of payments via Rev.io/Paya.
  • Portal deflection when customers are unregistered or have no saved payment methods.
  • Logging of call outcomes, payment attempts, and dispositions in Zoho (or similar).
Section 3
Solution Design
1
Channels
Inbound phone calls to the UGS billing number(s), routed via Netsapiens/telephony to the AI Billing Support Agent.
2
AI Core
Voice-enabled AI trained on the UGS AI Billing Agent Flow, Rev.io integration rules, and UGS billing policies.
Scenario-specific prompts and guardrails preventing free-form collection of sensitive card data.
Confidence thresholds and fallback logic to transfer callers to humans when necessary.
3
Key Capabilities
  • Identify and authenticate the caller using UGS-approved methods.
  • Look up balance and account status in Rev.io.
  • Present and describe saved payment methods in masked form (e.g., "Visa ending in 4242").
  • Ask if the customer wants to pay the full open balance or another permitted amount.
  • Trigger the payment via Rev.io/Paya and confirm success or failure.
  • Explain outcomes, point to email receipts from Rev.io, and summarize what was paid.
  • When payment cannot be taken (no saved methods, decline, or customer preference), send a secure portal link and explain how to complete payment online.
Section 4
Integrations & Data
Rev.io / Paya
  • Account and balance lookup.
  • Retrieval of list of saved payment methods (cards/ACH) in tokenized/masked form.
  • Payment creation using existing tokens.
  • Logging of results.
Telephony / Netsapiens
  • Routing inbound billing calls directly to the AI Billing Support Agent.
  • Option to transfer to human billing agents in specific circumstances (e.g., disputes, wants to speak with human).
Section 5
Billing Flows & Use Cases (from UGS Billing Flow)
The AI Billing Support Agent will follow the UGS AI Billing Agent Flow, including (but not limited to):
01
Determine whether the caller is registered for the portal.
If not registered, send a registration/portal link (with registration code where required) via SMS or email and explain how to pay online.
02
Communicate UGS's security policy
that only saved payment methods on file may be used over the phone.
03
Check whether the account has saved payment methods.
If none: Send a secure portal link to add a payment method and pay online, then end the call.
If saved methods exist: List them in masked form (e.g., "Visa ending 4242", "ACH ending 6789"). Ask which method the caller wants to use. Confirm the amount to pay based on Rev.io's open balance rules (e.g., total balance applied to oldest charges, etc). Request final authorization and attempt the payment.
04
Handle payment results
If the payment is approved: Confirm success to the caller.
If the payment is declined: Explain the decline in general terms. Offer to try another saved method if available or send a portal link for online payment.
Section 6
Implementation Plan & Timeline
Phase 0 — Kickoff & Flow Finalization (1 week)
Confirm Rev.io/Paya and Zoho API capabilities.
Phase 1 — Integration & Core Agent Build (2 weeks)
Implement Rev.io/Paya integration for balance lookup, saved method retrieval, and tokenized payments.
Build the initial AI Billing Support Agent flows and prompts aligned with UGS policies.
Phase 2 — UGS Internal Testing (1 week)
Conduct internal tests with sandbox/test accounts.
At ~50% completion, schedule a review call with UGS to walk through flows and demo progress.
Incorporate feedback and refine flows.
Phase 3 — UGS UAT & Internal Pilot (1 week)
UGS team tests internally with selected accounts.
Validate transcription accuracy, payment behaviour, and messaging.
Phase 4 — Go-Live & Optimization (first 4–6 months)
Go live for production billing calls.
AYB AI will manually listen to calls for quality assurance.
Monitor call logs, payment success rates, and portal deflections.
Regular performance optimization during the first 4–6 months.

Total Estimated Duration to Go-Live: ~5 weeks from kickoff, followed by a 4–6 month optimization period.
Section 7
Deliverables
UGS AI Billing Support Agent (voice) integrated with Rev.io/Paya and telephony routing.
Full conversational scripts and decision logic aligned to the UGS Billing Flow.
Rev.io integration for balance lookup, saved methods, and tokenized payment execution.
Monitoring and reporting dashboards (call volume, payment success/decline, portal deflections, human transfers).
Documentation and handover/training for UGS operations team.
Section 8
Pricing & Terms (Milestones)
Total one-time development fee: $3,495
Payable in milestones:
  • 50% upfront ($1,747.50) to begin design and development.
  • At ~50% completion, we will schedule a review call to walk your team through the build. Upon your approval at this milestone, the remaining 50% ($1,747.50) of the one-time development fee will be due.
Monthly service fee:
  • $1,195 per month for the first 4–6 months (optimization period).
  • After the initial 4–6 months, we can either:
  • Move to a break/fix model, or
  • Transition to a significantly lower ongoing maintenance fee for ongoing monitoring and updates.
Go-Live & Testing:
  • After development is completed, UGS will test internally prior to going live.
  • At go-live, the first month's service fee ($1,195) will be due.
Section 9
AI Usage & Billing
$0.12–$0.14
per minute
  • Usage billed at cost (no markup).
  • All AI voice minutes will be billed directly at underlying vendor rates, typically $0.12–$0.14 per minute.
  • The exact blended per-minute rate will be confirmed once the final stack (voice, telephony, and LLM providers) is locked in and the agent is fully configured.
  • Monthly reporting will include: total minutes, number of calls, average call length, and cost per minute.
Section 10
Compliance & Security (Rev.io/Paya, PCI, TCPA)
No Raw Data Collection
The AI Billing Support Agent never collects or stores raw card/ACH details.
Tokenization
All card/ACH information is handled via Rev.io/Paya tokenization; the AI only references masked methods and uses tokens.
Secure Logging
Payment confirmations and errors are logged, but not sensitive PAN/CVV data.
Consent-Based Texting
Texts will only be sent when UGS customers consent, with clear opt-out options.
Audit Trail
All consents and calls will be timestamped and logged for auditing purposes.
Section 11
Support & SLA
AYB-AI Support Hours:
Monday–Friday, 9am–5pm EST via Zoom, Slack, or email.
Response Targets:
  • P1 (production issue / billing agent unavailable): response within 2 business hours.
  • P2 (non-critical issue): same business day.
  • P3 (minor change or enhancement request): within 2 business days.
Section 12
Assumptions, Risks & Mitigations
Assumptions:
  • UGS provides Rev.io/Paya and Zoho API credentials and required documentation.
  • English-only support.
Risks & Mitigations:
PCI/security risk
Mitigated by never handling raw card data; all payments done via tokenized Rev.io/Paya APIs with full PCI compliance.
Edge-case billing scenarios
Initially handled via human transfer; additional AI flows can be added iteratively.
Platform/API changes
Monitored and addressed as part of ongoing maintenance.
Section 13
Next Steps
Review and sign service agreement.
Provide API credentials (Rev.io/Paya, Zoho).
Schedule a kickoff call (60 minutes).
Once we begin, the UGS AI Billing Support Agent will be custom-developed and ready for internal testing in approximately ~5 weeks, with full cost-reduction benefits realized after the initial 4–6 month optimization period.